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Posted on by Bibujane

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Hi all

I have a question on queue routing.

I created a custom field named “Assigned to” in queue item and i want assigned users name shown in this field when queue owner assign a case to user (via clicking on Route and assign). And user name shown in “Work by” field, only when assigned user acknowledge the case and start work on (via clicking on work on.) But now user name shown in Work by field when queue owner assign a case to user as well as user himself click on work in. How to show record in my custom assigned to field, because our team manager would like to see which case is assigned to whom and whether he or she start working on the case or not.

Thanks you

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You could create a workflow or maybe business rule that is trigger when a case is assigned to a user to then fill in the assigned to field.

You may have to base this on the Queue Item entity, I'm not totally sure what you are actually trying to do.

either way I would have a workflow triggered by assigning a record to someone to then fill the assigned to value

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